Rerun: Understanding Human Behaviour at Work & What Makes Excellent Customer Service

Allied Health Business Brilliance

Welcome to another insightful episode of Allied Health Business Brilliance. In this rerun episode, Cathy Love is joined by Cate Schreck, the Founding Director and Service Excellence Coach of Light Bulb Training Solutions and Just for Schools. Cate shares her wealth of knowledge on customer service excellence, emotional intelligence, and how Allied Health businesses can create meaningful team engagement to elevate their operations.

A great quote by Cate, “Excellent customer service is not treating people how you want to be treated, it’s treating people how they want to be treated.”

Topics covered on emotional intelligence, customer service blueprint and frontline customer service:

• Cate Schreck’s Journey: Cate reflects on the evolution of Light Bulb Training Solutions and her passion for frontline customer service, emotional intelligence, and team cohesion.
• Emotional Intelligence in Action: Cate explores the importance of emotional intelligence (EQ) versus intellectual intelligence (IQ) in the workplace, highlighting its impact on team dynamics, customer interactions, and overall workplace culture.
• Specialised Training for Schools: Cate shares her tailored approach to equipping non-teaching staff in schools with essential customer service and emotional intelligence skills through her business, Just for Schools.
• The Customer Service Blueprint: Cate’s book, The A to Z of Service Excellence, offers actionable strategies for frontline teams and has become a trusted resource across industries.

Resources Mentioned

• EQ – Daniel Goleman’s Book https://www.danielgoleman.info/
• Cate’s Book – The A-Z of Service Excellence
• LTS Free Resource – The WIN Activity
• LTS Free Resource – Service Excellence Conversations

P.S. Need a little extra support on your business journey? Whether you’re navigating challenges or looking to reach new goals, we’re here to support your growth.

Book a complimentary Power Call with us, and let’s talk about how we can help you achieve your vision for your Allied Health business.

Connect with Nacre Consulting:

• Let’s connect on Instagram
• Follow us on Facebook
• Let’s connect on LinkedIn
• Join our Facebook Group online community

More about The Allied Health Business Brilliance Podcast:

The Allied Health Business Brilliance podcast (previously known as Private Practice Made Perfect) powered by Nacre Consulting features authentic conversations that offer real-life stories and expert perspectives for Australian Allied Health Business Owners. Cathy Love, our engaging host, gathers wisdom from Allied Health professionals and industry supporters alike.

We dive into the real experiences of running and growing Allied Health businesses in Australia, revealing both the rewards and the inevitable challenges along the way. It’s raw, sometimes vulnerable, but always valuable. Join us and stay tuned to keep up with every inspiring story and lesson shared